Role Description

As the Director, Customer Success & Delivery for Propellint, a ReSource Pro company, you will be responsible for ensuring end-to-end excellence across delivery operations, client account management, workers' compensation solutions, and project governance. You will guide a matrixed team of Business Analysts, development resources, and cross-functional partners to deliver high-quality, scalable, and compliant solutions that meet ReSource Pro's organizational standards and client expectations.

The Director, Customer Success & Delivery, will partner closely with Sales, Account Management, Product, Technology, and Executive Leadership to drive operational performance, strengthen client relationships, and expand ReSource Pro's presence and capabilities within the Technology Services ecosystem.

In This Role, You Will:

• Provide executive oversight of end-to-end delivery operations, ensuring consistent service quality, operational rigor, and alignment with organizational strategy and client commitments.
• Establish, maintain, and continuously enhance delivery and project governance frameworks, standards, and controls that support scalable, compliant, and repeatable execution across the enterprise.
• Lead and oversee complex, high-impact delivery initiatives and enterprise projects, ensuring cross-functional alignment, effective risk management, and successful execution within defined scope, timelines, and quality expectations.
• Direct delivery planning and execution across teams, including resource allocation, capacity forecasting, dependency management, and prioritization of initiatives to support business objectives.
• Monitor and analyze delivery and project performance metrics to identify trends, mitigate risks, remove operational bottlenecks, and drive continuous improvement in execution effectiveness.
• Ensure organizational readiness for new initiatives, regulatory changes, and delivery model enhancements by proactively assessing impacts, coordinating stakeholders, and guiding implementation efforts.
• Provide executive-level reporting, insights, and recommendations on delivery performance, project portfolios, and operational risks to senior leadership, supporting informed decision-making and strategic planning.
• Define departmental goals, performance expectations, and capability development plans aligned with strategic priorities.
• Build team expertise in delivery best practices, workers’ compensation operations, and client-facing excellence.
• Promote knowledge sharing, cross-training, and continuous improvement across the department.
• Develop, coach, and retain a high performing team by providing effective leadership, recruiting, coaching, training, and performance evaluation to team members.
• Evaluate account health indicators and collaborate with other leaders and internal team members to strengthen long-term client partnerships.
• Serve as an executive escalation point, providing strategic insight, issue resolution, and proactive risk management.
• Participate in client and prospect meetings to provide expert-level credibility, thought leadership, and alignment on strategic initiatives.
• Incorporate client feedback and industry trends into improvements to delivery processes and solutions.
• Oversee internal execution for key client accounts, ensuring service standards, SLAs, and delivery outcomes are consistently met.
• Guide teams on complex claims topics, compliance requirements, regulatory interpretations, and operational impacts.

Qualifications

• Bachelor's Degree in Business, Risk Management, Operations, or related field.
• 10-15 years' experience in delivery management, operations, project leadership, or related functions.
• 5-7 years' proven leadership experience overseeing high-performing teams in a matrixed or multi-disciplinary environment.
• Insurance designations (CPCU, CIC, etc.) and/or project management certifications (PMP, PgMP, Agile, etc.) strongly preferred.
• Deep expertise in insurance, compliance, regulatory requirements, and industry standards.
• Proven ability to lead complex projects, develop governance structures, and drive operational improvements.
• Experience partnering with Sales on proposals, solution design, and RFP responses.
• Excellent communication, influencing, organizational, and analytical skills.

Benefits

• Generous PTO plan with paid holidays + floating holidays.
• 100% paid Employee Healthcare on Day 1.
• Eligible for all medical, dental, and vision benefits on Day 1.
• 401k with employer match, vested on Day 1.
• Opportunity to work for a growing, global organization.
• Ability to engage with clients and internal partners to make an impact.
• Organization-wide focus on growth and development.

Company Description

Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation.

Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list’s 40+ year history.